Terms and Conditions
By ordering from Hetty’s Kitchen LTD you agree to the following terms:
No order is confirmed until payment has been made and accepted. We cannot hold an order if an attempt to make payment has been declined.
We reserve the right to cancel orders at any time for any reason we deem fit. If the order is cancelled through a fault of Hetty’s Kitchen LTD we will make sure a full refund is sent to the customer within 14 days of cancellation.
Please ensure the shipping and order details provided are correct upon placing your order. It is the customers responsibility to provide the correct details, we cannot be held responsible for any products that are lost or delayed due to incorrect information. If you notice that you have made a mistake with your order (such as incorrect name or postage address) please contact us ASAP by replying to your confirmation email or through our contact details on our website and we will amend this for you. However, we cannot accept any order changes within 24hrs of your dispatch date and the order will be sent as is.
Hetty’s Kitchen is not liable to provide any refunds, replacements, discounts or compensation for customer or third party errors. However a goodwill gesture may be provided at the companies discretion.
Please ensure someone is home to receive your order as our trays of brownies are usually too large to fit through a letterbox. We cannot be held accountable for any problems that arise due to missed delivery.
We cannot be held responsible for the condition of any product once it’s left our bakery. However, please tell us if you feel that your item has been damaged during delivery with our postal provider (Royal Mail).
If you are collecting a cake we recommend it travels on a flat non slippery surface such as a boot or foot well. NOT on the seat of a car as they are slightly slanted and will make your cake slip in the box. Trays of brownies however are a little more robust and the passenger seat of a car should be fine.
All imagery, logo’s, text, photo’s and content of this website is property of Hetty’s Kitchen LTD and is not to be used without prior written consent from the company Director.
Refund and Cancellation Policy
If you wish to cancel your order you must tell us ( contact link) no less than 48hours before your collection or dispatch date in order to receive a full refund. You must include your full name, your full address, what you ordered and when your dispatch or collection date is. If you do not provide all of this information we cannot accept your cancellation. We can not accept any cancellations received through social media messages.
All of our brownies are made to order and perishable and therefore cannot be refunded, exchanged or credited unless they are of an unsatisfactory quality or if you have received the wrong item.
Please make sure you check that you are happy with the condition of your order as soon as you receive your delivery. If you are unhappy with the condition you have received your order in you must let us know within 48 hours in order to be considered for a refund/exchange/credit.
If you are unhappy with the item itself rather than the condition it arrived in, you have up until 14 days from your delivery date to let us know. Please contact us through email or phone (not through direct messages on social media as we sometimes find this unreliable and may not get your message).
Please provide us with as much evidence of possible of the issue so that we can properly get to the bottom of the cause of it. In some circumstances we may request that you return the product to us, in which circumstance we will refund your postage costs. If you are unable to return the product to us directly please send photos instead.
We aim to reimburse all funds from either cancellations or refunds within 14 days of confirmation.